Armed Forces Compensation Scheme and War Pensions
The question
To ask the Secretary of State for Defence, how many complaints were received in relation to the War Pension Service and Armed Forces Compensation Scheme in each of the last three years.
Answered by Louise Sandher-Jones
The dedicated Complaint Resolution Team (CRT) is able to assist with any aspect of the service received during an individual’s War Pension Scheme (WPS) or Armed Forces Compensation Scheme (AFCS) claim. Formal CRT outcomes were not centrally recorded until 1 September 2023. To provide outcome data for the full 2023/24 financial year (FY) would require the retrieval and manual investigation of each individual case file and exceed the disproportionate cost threshold.
FY2023/24
1 April 2023 – 31 August 2023
Total complaints received: 80
1 September 2023 – 31 March 2024
Scheme | Upheld | Not upheld | Partially upheld | Total number of outcomes |
WPS | 50% | 33% | 17% | 82 |
AFCS | 62% | 25% | 30% | 82 |
| 164 | |||
Total complaints received in FY: 244
FY 2024/25
Scheme | Upheld | Not upheld | Partially upheld | Total outcomes |
WPS | 58% | 31% | 11% | 275 |
AFCS | 56% | 35% | 9% | 192 |
| 467 | |||
Total complaints received in FY: 467
FY 2025/26
Scheme | Upheld | Not upheld | Partially upheld | Total outcomes |
WPS | 73% | 14% | 13% | 600 |
AFCS | 49% | 35% | 16% | 208 |
| 808 | |||
Total complaints received in FY: 808
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